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Computer Support --- Feeling a bit dumb today ??

Hope that you guys like these as much as I did. It truly shows you that there are some people out there who still dont learn ..

Dont worry anytime you feel dumb. There's lots of people who are dumber then you are ...

I will add more to the list as I find them ..

1. Compaq is considering changing the command "Press Any Key" to "Press Return Key" because of the many calls asking where the "Any" key is.

2. AST technical support had a caller complaining that her mouse was hard to control with the dust cover on. The cover turned out to be the plastic bag the mouse was packaged in.

3. Another Compaq technician received a call from a man complaining that the system wouldn't read word processing files from his old diskettes. After trouble-shooting for magnets and heat failed to diagnose the problem, it was found that the customer labeled the diskettes by rolling them into a typewriter to type on them.

4. Another AST customer was asked to send a copy of her defective diskettes. A few days later a letter arrived from the customer along with Xeroxed copies of the floppies.

5. A Dell technician advised his customer to put his troubled floppy back in the drive and close the door. The customer asked the tech to hold on, and was then heard putting the phone down, getting up and crossing the room to close the door to his room.

6. Another Dell customer called to say he couldn't get his computer to fax anything. After 40 minutes of trouble-shooting, the technician discovered the man was trying to fax a piece of paper by holding it in front of the monitor screen and hitting the "send" key.

7. Another Dell customer needed help setting up a new program, so a Dell tech suggested he go to the local Egghead. "Yeah, I got me a couple of friends," the customer replied. When told "Egghead" was a software store, the man said, "Oh, I thought you meant for me to find a couple of geeks."

8. Yet another Dell customer called to complain that his keyboard no longer worked. He had cleaned it by filling up his tub with soap and water and soaking the keyboard for a day, then removing all the keys and washing them individually.

9. A Dell technician received a call from a customer who was enraged because his computer had told him he was "bad and an invalid". The tech explained that the computer's "bad command" and "invalid" responses shouldn't be taken personally.
[ That's a first taking the Blue Screen Of Death Personally]

10. An exasperated caller to Dell Computer Tech Support couldn't get her new Dell Computer to turn on. After ensuring that the computer was plugged in, the technician asked her what happened when she pushed the power button. Her response, "I pushed and pushed on this foot pedal and nothing happens." The "foot pedal" turned out to be the computer's mouse.

11. Another customer called Compaq tech support to say her brand-new computer wouldn't work. She said she unpacked the unit, plugged it in, and sat there for 20 minutes waiting for something to happen. When asked what happened when she pressed the power switch, she asked "What power switch?"

12. True story from a Novell NetWire SysOp

Caller "Hello, is this Tech Support?"

Tech: "Yes, it is. How may I help you?"

Caller: "The cup holder on my PC is broken and I am within my warranty period. How do I go about getting that fixed?"

Tech: "I'm sorry, but did you say a "cup holder"?"

Caller: "Yes, it's attached to the front of my computer."

Tech: "Please excuse me if I seem a bit stumped; it's because I am. Did you receive this as part of a promotion, like at a trade show? How did you get this cup holder? Does it have any trademark on it?"

Caller: "It came with my computer, I don't know anything about a promotional. It just has '4X' on it."

At this point the Tech Rep had to mute the caller, because he couldn't stand it. The caller had been using the load drawer of the CD-ROM drive as a cup holder, and snapped it off the drive!

Another well-known one that I can add is the true tale of the user who called up complaining that the instructions said to load the four diskettes into "Drive A" but he couldn't possibly get more than two in.

Error Messages ::

Here are some conversations that actually happened between help desk people and their customers.

Customer: "You've got to fix my computer. I urgently need to print a document, but the computer won't boot properly."
Tech Support: "What does it say?"
Customer: "Something about an error and non-system disk."
Tech Support: "Look at your machine. Is there a floppy inside?"
Customer: "No, but there's a sticker saying there's an Intel inside."

Tech Support: "Just call us back if there's a problem. We're open 24 hours."
Customer: "Is that Eastern time?"

Tech Support: "Ok, now click your left mouse button."
Customer: (silence) "But I only have one mouse."

Customer: "Excuse me can I use this disk? It has a hole in it.

Tech Support: "Do you have 3 1/2 inch diskettes?"
Customer: "No, I only have 3 of them."

Tech Support: "I need you to right-click on the Open Desktop."
Customer: "Ok."
Tech Support: "Did you get a pop-up menu?"
Customer: "No."
Tech Support: "Ok. Right click again. Do you see a pop-up menu?"
Customer: "No."
Tech Support: "Ok, sir. Can you tell me what you have done up until this point?"
Customer: "Sure, you told me to write 'click' and I wrote 'click'."

Customer: "Now what do I do?"
Tech Support: "What is the prompt on the screen?"
Customer: "It's asking for 'Enter Your Last Name.'"
Tech Support: "Ok, so type in your last name."
Customer: "How do you spell that?"

Customer: "I received the software update you sent, but I am still getting the same error message."
Tech Support: "Did you install the update?"
Customer: "No. Oh, am I supposed to install it to get it to work?"

Next is the IBM Superhighway::

A customer who had just received a laptop computer asked about the power-saving feature known as "hibernate." Would this hibernate device work in the spring and summer, the caller asked.

Another caller explained she had received a gift of software on 5.25-inch diskettes, but she had only a 3.5-inch disk drive on her computer. The technician said she had two options: Get a second disk drive, or use 3.5-inch diskettes. The customer called back later, now complaining that her disk drive was making a terrible noise. And this despite the fact that she was using a 3.5-inch diskette, she said. After a bunch of questions, the technician determined the caller had used a pair of scissors to trim the 5.25-inch diskettes to fit the 3.5-inch drive.

A caller, perplexed that his new desktop computer - the one that was supposed to do everything short of bringing on world peace -was doing nothing, cried out for help. No problem, the IBM technician said. First, open a "window" to launch a specific program. The conversation continued, and the caller asked a few moments later if it might be all right to close the window. Why, the IBM technician asked. Because, the caller responded, it was getting very chilly.

Tech Support Day Dreamin'::

Customer: "I got this problem. You people sent me this install disk, and now my A drive won't work."

Tech Support: "Your A drive won't work?"

Customer: "That's what I said. You sent me a bad disk, it got stuck in my drive, now it won't work at all."

Tech Support: "Did it not install properly? What kind of error messages did you get?"

Customer: "I didn't get any error message. The disk got stuck in the drive and wouldn't come out. So I got these pliers and tried to get it out and that didn't work either."

Tech Support: "You did what sir?"

Customer: "I got these pliers, and tried to get the disk out, but it wouldn't budge. I just ended up cracking the plastic stuff a bit."

Customer: "No, so then I got a stick of butter and melted it and used a turkey baster and put the butter in the drive, around the disk, and that got it loose. Then I used the pliers and it came out fine. I can't believe you would send me a disk that was broke and defective."

Tech Support: "Let me get this clear. You put melted butter in your A drive and used pliers to pull the disk out?"

( At this point, I put the call on the speaker phone and motioned at the other techs to listen in.)

Tech Support: "Just so I am absolutely clear on this, can you repeat what you just said?"

Customer: "I said I put butter in my A drive to get your crappy disk out, then I had to use pliers to pull it out."

Tech Support: "Did you push that little button that was sticking out when the disk was in the drive, you know, the thing called the disk eject button?"

( Silence. )

Tech Support: "Sir?"

Customer: "Yes."

Tech Support: "Sir, did you push the eject button?"

Customer: "No, but you people are going to fix my computer, or I am going to sue you for breaking my computer!"

Tech Support: "Let me get this straight. You are going to sue our company because you put the disk in the A drive, didn't follow the instructions we sent you, didn't actually seek professional advice, didn't consult your user's manual on how to use your computer properly, but instead proceeded to pour butter into the drive and physically rip the disk out?"

Customer: "Ummmm."

Tech Support: "Do you really think you stand a chance, since we do record every call and have it on tape?"

Customer: ( now rather humbled ) "But you're supposed to help!"

Tech Support: "I am sorry sir, but there is nothing we can do for you. Have a nice day!"

WordPerfect Tech Support:

Actual dialog of a former Wordperfect Customer Support employee:

"Wordperfect Customer Support; may I help you?"

"Yes, well, I'm having trouble with WordPerfect."

"What sort of trouble?"

"Well, I was just typing along, and all of a sudden the words went away."

"Went away?"

"They disappeared."

"Hmm. So what does your screen look like now?"

"Nothing."

"Nothing?"

"It's blank; it won't accept anything when I type."

"Are you still in WordPerfect, or did you get out?"

"How do I tell?"

"Can you see the C:\ prompt on the screen?"

"What's a sea-prompt?"

"Never mind. Can you move the cursor around on the screen?"

"There isn't any cursor: I told you, it won't accept anything I type."

"Does your monitor have a power indicator?"

"What's a monitor?"

"It's the thing with the screen on it that looks like a TV.

"Does it have a little light that tells you when it's on?"

"I don't know."

"Well, then look on the back of the monitor and find where the power cord goes into it. Can you see that?"

"Yes, I think so."

"Great! Follow the cord to the plug, and tell me if it's plugged into the wall."

"Yes, it is."

"When you were behind the monitor, did you notice that there were two cables plugged into the back of it, not just one?"

"No."

"Well, there are. I need you to look back there again and find the other cable."

"Okay, here it is."

"Follow it for me, and tell me if it's plugged securely into the back of your computer."

"I can't reach."

"Uh huh. Well, can you see if it is?"

"No."

"Even if you maybe put your knee on something and lean way over?"

"Oh, it's not because I don't have the right angle-it's because it's dark."

"Dark?"

"Yes-the office light is off, and the only light I have is coming in from the window."

"Well, turn on the office light then."

"I can't."

"No? Why not?"

"Because there's a power outage."

"A power... A power outage? Aha! Okay, we've got it licked now. Do you still have the boxes and manuals and packing stuff your computer came in?"

"Well, yes, I keep them in the closet."

"Good! Go get them, and unplug your system and pack it up just like it was when you got it. Then take it back to the store you bought it from."